Services

Microsoft Technologies

User management in AD, Exchange and Office 365
Network Access / configuration
Domain Membership
TCP / IP configuration
24/7 monitoring of all applications and performance parameters.
Critical Event monitoring – alerts Focus of any major errors recorded in the event logs.
CPU performance, Disk usage, Memory usage, page file usage, NIC throughput and all other performance related aspects are monitored and recorded for reference.
System Log - Errors
Disk Drive Error and Warnings
Low Disk Space monitoring

Hardware

Provided Client has an “Original Equipment Manufacturer” Warranty or support.

Servers (Dell, IBM, HP)
Firewall (Cisco PIX or Cisco ASA)
Routers (Cisco)
Switches (Cisco, Linksys, HP)
NAS
Lenovo EMC Network Storage
Buffalo
Western Digital
Netgear Ready NAS
Seagate business storage
Netgear

Data Backup and Recovery Services

Few of the backup solutions we support:

Acronis Backup
Backup Asset
Intronis Backup
Windows Backup
Veeam Backup
Barracuda Backup
Nimble Backup
Auto backup
Backup Assist
Commvault Backup
Backup EXEC backup

Backup Solutions

Perform data backup and recovery services that analyse and plan backup and recovery strategies to ensure the continuity of the business environment by automating and maintaining mission critical processes of all enterprise systems, applications, and hardware.

As per the requirement of the client Design and monitor different backup solutions and the centralized database architecture, and automate full, incremental, differential, mirror, and continuous backup to on-premise, off-site, cloud, and hybrid infrastructures. Monitor all the backup solutions on daily basis, maintain a report.

On annual basis perform Backup audit and based on the review suggest the client changes/modification to the backup strategy.

Data Recovery Services

In the event of a disaster we implement processes for on-demand data restoration via rollback, versioning, system restore, instant recovery, sync share, and change management services so that no downtime is incurred and data integrity is maintained.

Patch Management Process

Patch Management revolves around Microsoft’s monthly Patch Tuesday (the 2nd Tuesday of every month), on which day they release all the new or updated patches for the month. Each enterprise is unique and not all patches may be applicable to every enterprise. Each

enterprise must identify which patches are relevant to their environment.

Newly applicable patches must then be validated to ensure that they are what they advertise them to be, and researched to determine unique dependencies, pre- and post-requisites.

Once validated, the patch enters the testing phase of the patch management process.

Patches that pass the testing phase criteria are approved and scheduled for deployment to

the enterprise.

Cyber Security

Monitoring the security issues, vulnerabilities, and exploits
Monitor all network systems, including host-based and Wireless Intrusion Detection Systems (IDS).
Monitoring Inbound and outbound traffic traversing network boundaries to identify unusual activity or trends that could indicate attacks.
User activity is monitored to identify the unauthorized or accidental misuse of systems or data.
Based on the criticality of the alerts review, block the IP networks in the network security device.
Perform Vulnerability and Penetration Testing as per the request from client.

Antivirus / Malware Management

Make sure that every desktop and laptop /Servers has the company-supported anti-virus software installed and set to auto-run on OS boot.
Ensure that Real Time protection is enabled for all the systems.
Monitor and ensure that virus signatures are Up to Date
Optimize the Scanning Rules for the servers and put exclusions if required.
Reports are maintained to record the AV monitoring observations done on weekly basis
If any issues are found, tickets are opened worked end to end with AV solution provider and ensure that the issue has been fixed on timely basis.

Few of the Av solution includes:

Symantec
WEBROOT
Kaspersky
Worry Free Business Security
Sophos
Trend Micro

Windows Event Log Monitoring

Event log monitoring is used for diagnosing application and operating system failures, determining the health and status of a system and verifying that system and applications are operating properly.
Monitoring server, services, and application availability
Review the event log alert tickets, if any critical issue are there, work through the resolution /fix the issue.
Monitor network outages and protocol failures
All the issues are logged into a ticketing tool with a reference ID provided to the requester

Support Call Review

The aim of call review is to identify the calls failing to meet predefined standards and get to the root cause.
The inbound calls from the clients received at the help desk are recorded to measure phone call conversations.
Review calls to ensure the Helpdesk engineers are following the standard client interaction checklist such as Greeting, Account Verification, Contact Information gathering, Call Handling Skills, Customer Service Quality, Problem Solving Abilities and closure of the call.
After reviewing the calls update the call review template and forward them to managers for further coaching.

3rd Party Vendor Management

Follow up with the Internet Service Provide or Wide Area Network vendor management during outage.
Follow up with the 3rd party application vendor management during application outage.
Follow up with the Building maintenance authority for any Critical Server room temperature alerts.

Client On-Boarding Documentation

Client on-boarding is the process of bringing on a new client to Our business. It's our opportunity to build a relationship, address concerns, get the client IT environment reviewed completely. Suggest / recommend best practices / tools.

Review and build the documentation for below listed items:

Clients AV review
Domain Review
Server Patch review
Backup review
Exchange server review

Monitoring of Email Support Requests

Email follow up on all the network alerts (Cisco Meraki, Secure 360IT, Auvik System, Accelopps)
Email and ticket follow up back to all clients who register support requests via email.
Ticket creation for all voice mails that are received by enkompas MSOC during peak busy times.
Provide update to the existing tickets as per clients request and update the ticket notes.
Open a ticket and escalate the request received in VM during off hour.